Location: Malaysia (Kuala Lumpur)
Role Overview: Fortinet is growing and we are expanding our APAC technical support teams in Kuala Lumpur Technical Assistance Centre, we are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.
All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.
**Please note that this is not an IT/system administration position.
Responsibilities: To provide direct technical support via the phone, chat and web-based systems to our customers and partners though-out the APAC Region. Analysis and technical investigation of reported problems involving all Fortinet products, with a primary focus on our Management FortiManager, FortiAnalyzer, FortiPortal & FortiCloud solutions. Provide technical solutions to address customer issues. Problem investigation through analysis of packet captures and debug traces. Reproduction of complex customer environments on lab equipment to duplicate and resolve problems. Reporting software or hardware related issues to R&D department and following up with them to resolve the product issues. Manage technical cases, escalate, and control the right expectation until the closure of the cases. Assist less experienced team members and cooperate in internal team meetings and chat groups to share knowledge. Creation of technical documentation and bulletins to improve internal and external knowledge base. Take initiatives and ownership of the problem to drive for results. Develop core competency on Fortinet's product line and technologies. Requirements: 5 years or more of previous experience. Strong understanding of data networking protocols, specifically TCP/IP, routing and switching. Previous experience with network management and log analysis tools is required, along with Fortinet FortiGate firewalls. A solid working knowledge and understanding of the Linux operating system. Ability to understand network traffic traces decoded with Wireshark. Experience with VMware and/or other virtualization technologies. Python, Perl and Bash shell scripting language knowledge. JSON and XML data structure knowledge. Javascript knowledge. Familiarity with API development tools. Advanced understanding of Web application concepts, security and vulnerabilities. SQlite, Postgress and MySQL database knowledge. Strong troubleshooting and problem solving skills. Previous experience on Fortinet products is an advantage. Fortinet NSE5 certification is an advantage. Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience Advanced knowledge of English (written and spoken) and other languages are an advantage. Effective and clear communication skills. Positive customer-oriented attitude.